Manager, Journeys Management, Consumer Customer Experience Management MY

We are looking for experienced CX manager to lead and oversee the development and implementation of CX strategy across Consumer Banking MY. This role involves working with cross-functional teams and departments to ensure seamless, positive and consistent CX across all customer touchpoint.

Key Responsibilities *

1. Develop and execute comprehensive customer experience strategy for Consumer Banking MY.
2. Utilise customer feedback and data analytics to gain insights into customers needs, behaviours and preferences.
3. Identify key areas of improvements in end to end customer journeys and liaise with key stakeholders to implement solutions.
4. Develop and maintain standardised processes to ensure consistent customer experiences and service excellence across all touchpoints.
5. Drive CX-related initiatives through innovative products, services and interactions.
6. Analyse CX data to indentify trends, patterns and insights for continuous improvements.
7. Any other responsibilities/tasks as assigned by the Management from time to time.

Relevant Work Experience

Minimum 4-6 years of experience in customer service or project management role with proven track record of improving CX processes and outcomes as well as experienced in developing and implementing CX strategies.